Archives

Invisible Interfaces – a Game-Changer in User Experience?

Technology is constantly evolving, and the field of User Experience (UX) is no different. We have progressed from interacting with desktop computers with a mouse and keyboard, to touch-based interactions on mobile phones, and beyond. Interaction design was revolutionised in...

Door-To-Door Is No More

A knock at the door, usually just as you’re sitting down to eat dinner with the family. You open it and it’s someone trying to sell you a new gas and electric package, a new TV and internet service, solar...

How Artificial Intelligence Can Be a Customer Experience Game Changer

Speed and agility are everything in today’s ultracompetitive digital economy. The faster companies are able to launch new online services and mobile app updates, the better their chances of outperforming their rivals and keeping pace with the ever-changing needs of...

EX Marks the Spot: Why Employee Experience Impacts Customer Loyalty

The systems, apps and businesses in our life have customer experience down to an art. Whether it’s paying with your watch, being sucked in for another Instagram checkup or ordering a 1-click Amazon order, it’s quick, seamless and often the...

The “Seven Deadly Sins” of Customer Experience Transformation

Harald Fanderl, a partner and global leader of the Customer Experience group in McKinsey & Company’s Marketing & Sales Practice, talks about how to avoid the key pitfalls in implementing a customer experience programme. Customer experience (CX) has emerged as something...

Can’t Find a Desired Product In-store? Target Has a Solution

It happened to each of us – going into a store to buy something and not being able to find it. Pacing among the raffles completely clueless about the location of the desired item. This is one of the major frustrations...

How Card-Based Installments Are Shaking Up the E-Commerce Industry

Burgeoning financial technology is reshaping the way people all around the world, from all walks of life, make their purchases. The modern customer typically prefers to have an increased number of options from which to choose — including but certainly...

What Practices Are the Game-Changers in User Experience?

In the customer service environment front-line advisors should be fully equipped, not only in terms of product, systems and service knowledge, but in their “EQ” or ‘emotional intelligence’ which can make a dramatic difference to the user experience. Today’s contact centre...

Why Customers are the Beating Heart of Businesses

There’s a good reason why the old adage ‘change is good’ still rings true. It keeps us on our toes, enables us to re-invent ourselves, and keeps us competitive. In the corporate world, many suggest that the only real constant...

Three Strategic Wins Gained by Working with Mail Experts

In today’s always-on, digitally connected world it can be easy to overlook the role played by physical mail in business. The convenience and immediacy of email and instant messaging drives massive usage growth across these channels, but the fact remains...